Secret Shopping as User Experience Assessment Tool
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ERIC Institute of Education Sciences
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| Main Author: | |
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| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2015
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| Subjects: | |
| Online Access: | |
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| _version_ | 1867181156450959360 |
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| author | Boyce, Crystal M. |
| author_facet | Boyce, Crystal M. Boyce, Crystal M. |
| collection | Education Resources Information Center |
| contents | Secret Shopping as User Experience Assessment Tool Boyce, Crystal M. Academic Libraries Library Services Library Research Action Research User Satisfaction (Information) Student Employment Feedback (Response) Productivity Questionnaires Multiple Choice Tests Improvement Programs Total Quality Management Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service. |
| format | Recurso educativo Open Access |
| id | eric_EJ1082307 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 2015 |
| record_format | eric |
| spellingShingle | Secret Shopping as User Experience Assessment Tool Boyce, Crystal M. Academic Libraries Library Services Library Research Action Research User Satisfaction (Information) Student Employment Feedback (Response) Productivity Questionnaires Multiple Choice Tests Improvement Programs Total Quality Management Secret Shopping as User Experience Assessment Tool Boyce, Crystal M. Academic Libraries Library Services Library Research Action Research User Satisfaction (Information) Student Employment Feedback (Response) Productivity Questionnaires Multiple Choice Tests Improvement Programs Total Quality Management Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service. |
| title | Secret Shopping as User Experience Assessment Tool |
| topic | Academic Libraries Library Services Library Research Action Research User Satisfaction (Information) Student Employment Feedback (Response) Productivity Questionnaires Multiple Choice Tests Improvement Programs Total Quality Management |
| url | https://eric.ed.gov/?id=EJ1082307 |